DREADFUL TIME FOR MY PARTNER (who has to leave after 2 days as it was that bad)

After our appointment we were told to wait in your room for a porter to escort us. We waited for 30 minutes, but no one arrived. Eventually, your secretary took us down to the car park and pointed out where we needed to go. Given that the facility is extremely confusing to navigate and that Paul is in his late 70s, I would have expected far better support. None was provided. Upon arriving at the unit, our bags were searched and we were told to sit and wait until the staff member conducting the checks returned from lunch. This resulted in an additional 45-minute wait. During this time, I was doing my best to keep my partner of 42 years calm and comfortable, fully aware that the day was already extremely stressful for him. Finally, we were taken to the ward. Paul was told abruptly to “sit” so his blood pressure could be taken. There was no greeting, no explanation, and no reassurance. Four staff members stood behind a glassed reception area, largely engaged in phone calls or conversations with cleaning staff. Not one acknowledged us with care or courtesy. One staff member handled Paul very roughly, grabbing his arm despite his clearly fragile skin, which bruises easily. She took his blood pressure and placed a device on his finger without saying a single word. She took a blood sample and during this process part of the sterile packaging fell on the floor; she picked it up, wiped it on her thigh, and then proceeded to ***** Paul’s finger. This was neither safe nor professional. The same staff member later filled out paperwork while leaning across the desk in an extremely inappropriate manner, with her back turned and positioned uncomfortably close to me. I found this behaviour offensive and completely unacceptable in a healthcare setting. Another staff member asked me questions about Paul. I found her accent difficult to understand and politely asked her to repeat herself more slowly. Her response was dismissive and belittling. When I did not immediately understand a question regarding Paul’s thyroid, she turned to a colleague, spoke in another language, and both laughed. This was deeply unprofessional and humiliating. When we were finally taken to Paul’s room, the environment was visibly dirty and bore little resemblance to a hospital ward. The bed was an uncomfortable foam mattress, the wardrobe had no hangers, and I later discovered a padlock was required—something we were never informed about. At that point, I seriously questioned what kind of facility this was. Paul’s bag was emptied aggressively onto the bed, scattering his carefully organised medications and toiletries. While I understand the need for checks, the same process had already been carried out downstairs with far more care and respect. I do not understand why this was repeated with such hostility. Throughout this process, no consideration seemed to be given to the stress being inflicted on a 76-year-old man who had no clear understanding of what the next 5–7 days would involve. All of his medications were confiscated, despite me being instructed to bring them. I question why I was not instead asked to provide a medication list, which I had already supp****. Aside from verbal instructions from your secretary, I received no written information—no email, no pamphlet—explaining what to bring, what to expect, or how the stay would be managed. I also assumed basic cleaning products would be provided for bathroom use, which they were not. Paul later told me that the food was poor and served cold, the activities offered were completely inappropriate for him and the noise levels throughout the night were unbearable due to motorway traffic and loud conversations in the hallways, often early in the morning. When I left the facility, I was ignored entirely. Any attempt to ask questions was met with looks of contempt, as though I were an inconvenience. This is not what I expected from a facility described as a Geriatric & Memory Wellness Clinic. Frankly, the experience felt more like a detention facility than a place of care. When I returned to collect Paul on Wednesday morning, I was again met with the same dismissive attitude. I was handed your letter and nothing more. The whole experience has been distressing, degrading and deeply disappointing, for both Paul and myself. I am asking you directly: is this truly the standard of care at this establishment?

(Since writing this to the hospital i have yet to be given an appology in writing. I have also found out that the staff that were in that day were temporary and have not been trained to deal with my partners needs!)